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  • 1.  Building Power BI Dashboard with Genesys Data

    Posted 8 days ago

    Hi everyone 

    I'm currently trying to build a Power BI dashboard using Genesys data, and I thought I'd reach out here to learn from anyone who's already done something similar (or is exploring it too).

    The idea is pretty simple - I want to pull data from Genesys (like call stats, agent performance, queues, etc.) and turn it into a clean, easy-to-read dashboard in Power BI.

    I've started looking into the APIs, but honestly, I'd really appreciate some guidance:

    Which APIs worked best for you?
    How did you handle authentication and data refresh?
    Did you use any middleware or database in between?
    Any gotchas or lessons learned along the way?


    #API/Integrations

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    Mohammed Rafyuddin
    Genesys Cloud Engineer
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  • 2.  RE: Building Power BI Dashboard with Genesys Data

    Posted 8 days ago
    Edited by Jason Kleitz 7 days ago

    Hi Mohammed

    I found the following on the resource center, not sure if this might help as well - https://help.genesys.cloud/articles/generate-static-link/.

    Analytics as a service (A3S) Historical - Dashboard & Reporting Accelerator - Genesys Cloud Resource Center

    Genesys Cloud Resource Center remove preview
    Analytics as a service (A3S) Historical - Dashboard & Reporting Accelerator - Genesys Cloud Resource Center
    A3S Historical delivers comprehensive contact center analytics through a managed service with pre-built dashboard and reporting templates for Tableau and Power BI. The Snowflake-powered platform integrates with analytics tools through native connectors and provides visibility into Genesys Cloud contact center performance.
    View this on Genesys Cloud Resource Center >

    Hopefully someone in the community can share some additional insights on how best to achieve this.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Building Power BI Dashboard with Genesys Data

    Posted 8 days ago

    Hi Mohammed,

    We have done this. This is the documentation you can refer to https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics#conversation-aggregate-metrics

    Attached are some screen shots on the APIs we used (from our prod)

    Genesys Connector

    image

    Genesys Connector Data Inputs

    image
    Genesys APIs
    image
    API details
    image
    Data transformation on data from API
    image
    Embedded Power BI Dashboard
    image
    Data once collected from API is stored in Delta Lake. Let me know if you have any other queries


    ------------------------------
    Shameel Abdulla
    CEO
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    Original Message


  • 4.  RE: Building Power BI Dashboard with Genesys Data
    Best Answer

    Posted 7 days ago

    Hi Mohammed,

    You might want to take a look at the new Data Lakehouse data extracts that were made specifically to support extraction of Genesys Cloud data to a BI tool like Power BI: https://developer.genesys.cloud/analyticsdatamanagement/analytics/extraction/.  There are a number of articles in that category that describe what data sources are available today and the schema of that data.  More sources are being added regularly.

    I want to call out this articles specifically as it give you some details on how to pull out the Parquet files that Power BI can consume: https://developer.genesys.cloud/analyticsdatamanagement/analytics/extraction/data-extraction-guide

    I hope that helps.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


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